General Summary

With minimal supervision ensure accurate, timely and efficient customer support while delivering World Class service. Respond to complex e-mail and web chat inquiries in a manner that supports the achievement of client satisfaction, growth and operational excellence goals.



Essential Functions

Primarily respond to routine and complex e-mail and web chat inquiries from members and clients; responding to inquiries will require in-depth knowledge in the following areas: utilizing the plan, issuing authorizations, processing verification of eligibility, identifying and resolving payment errors and accurate completion of necessary documentation and forms processing

Effectively educate and influence members and prospective members on the value and benefit that client offers through its products, services and extensive network of doctorsRemain current on all changes to customer service policy, procedure and product information to accurately, consistently and efficiently respond to inquiriesIdentify and analyze trends and communicate to appropriate business partners, suggest necessary corrections, changes or solutions; appropriately elevate situations that could have company wide impacts

Maintain and organize correspondence to ensure consistent, accurate and professional responses; recommend updates to CS on line knowledge management tools

Respond to a minimum amount of incoming ACD calls daily and as business needs require

Able to effectively navigate through all systems, including Egain and WebChat, Proclaim, CAD, CSR portal and Client Support Line requests



Job SpecificationsTypically has the following skills or abilities:

One to two years of customer service experience handling complex issues in a high volume environment

Excellent written and verbal communication skills

Must be able to articulate information effectively via telephone, email and webchat as well as, clearly document customer situations and prepare letters to confirm agreements made verbally or in writing

Proficient with Microsoft Word and Outlook

Demonstrated ability to work independently with minimal supervision, take initaitive to effectively carry out responsibilities

Ability to meet minimum production requirements

Ability to work at a computer 96% of the time

Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally

Must be available to work within the full range of call center hours of operation

Clean credit history as reported by credit report

Testing Requirement

Typing Writing assessment



Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.

Associated topics: client, client service, csr, customer care associate, customer care representative, customer care specialist, phone, service, system support, telephone